Evaluation of Transport Processes Quality with Servqual and TUL Methods

Open access

Abstract

The theoretical part of this article presents knowledge of selected methods used to study the quality level of basic processes. Authors paid particular attention to the Servqual method, which shows the differences that exist between the perceived and delivered quality of services provided by enterprises and the TUL method. The research part will show the Servqual and TUL analysis based on the processes of the existing transport company. The article is based on well-known methodology of Servqual and TUL analysis, which was adjusted to observation of transport processes of logistics service provider. The main scientific goal of the paper was to examine the effectiveness of the methodology used on the example of a transport company and comparison of methods utility. The improvement of the transport process will increase the level of customer satisfaction, and this is the first step to increase the number of transport orders received.

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • [1] Raspor S. (2010). Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry. Management 5(3) 195-209.

  • [2] Parasuraman A. Berry L.L. & Zeithaml V.A. (1988). Servqual: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing 64(1) 12-40.

  • [3] Stoma M. (2012). Modele i metody pomiaru jakości usług. Lublin: Q&R Polska.

  • [4] Yousapronpaiboon K. (2014). Servqual: Measuring higher education service quality in Thailand. Procedia-Social and Behavioral Sciences. 116 1088-1095.

  • [5] Al-Borie H.M. & Sheikh Damanhouri A.M. (2013). Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance 26(1) 20-30.

  • [6] Purcarea V.L. Gheorghe I.R. & Petrescu C.M. (2013). The assessment of perceived service quality of public health care services in Romania using the Servqual scale. Procedia Economics and Finance 6 573-585.

  • [7] Bose S. & Gupta N. (2013). Customer perception of services based on the SERVQUAL dimensions: A study of Indian commercial banks. Services Marketing Quarterly 34(1) 49-66.

  • [8] Basfirinci C. & Mitra A. (2015). A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management 42 239-248.

  • [9] Hansen K.V. (2014) Development of Servqual and Dineserv for measuring meal experiences in eating establishments. Scandinavian Journal of Hospitality and Tourism 14(2) 116-134.

  • [10] Shahin A. Balouei Jamkhaneh H. & Zahra Hosseini Cheryani S. (2014). EFQMQual: evaluating the implementation of the European quality award based on the concepts of model of service quality gaps and ServQual approach. Measuring Business Excellence 18(3) 38-56.

  • [11] Adil M. Al Ghaswyneh O.F.M. & Albkour A.M. (2013). SERVQUAL and SERVPERF. A review of measures in services marketing research. Global Journal of Management and Business Research 8(6) 64-76.

  • [12] Wang Y.L. et al. (2015). Contribution and Trend to Quality Research-a literature review of Servqual model from 1998 to 2013. Informatica Economica 19(1) 34-45.

  • [13] Tileng M.Y. Utomo W.H. & Latuperissa R. (2013). Analysis of service quality using SERVQUAL method and Importance Performance Analysis (IPA) in population department Tomohon City. International Journal of Computer Applications 70(19) 23-30.

  • [14] Yarmen M. & Sumaedi S. (2016.) Perceived service quality of youth public transport passengers. Transport Problems 11(1) 99-111.

  • [15] Przybylska E. (2011). Analiza usługi transportowej w wybranym przedsiębiorstwie sektora TSL. Zeszyty naukowe Politechniki Śląskiej. Organizacja i Zarządzanie 56 239-251.

  • [16] Starkowski D. (2016). Analiza procesu przewozowego i zasady planowania operacji transportowej na podstawie wybranego przedsiębiorstwa transportowego podczas przewozu płatów rybnych. Cz. 4. Praktyczne wykonanie operacji przewozowej z analizą logistyczną. Autobusy: technika eksploatacja systemy transportowe 6 1580-1583.

  • [17] Hossain M.M. (2014). Pervasiveness of Servqual and its potential for the standards for functional quality of service. International Journal of Services and Standards 9(1) 67-83.

  • [18] Roslan N.A.A. Wahab E. & Abdullah N.H. (2015). Service Quality: A case study of logistics sector in Iskandar Malaysia using Servqual Model. Procedia-Social and Behavioral Sciences 172 457-462.

Search
Journal information
Metrics
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 132 132 3
PDF Downloads 102 102 2